Strategy Driven

AUGUST 14, 2013

The proliferation of self-service (while a blessing when it works) has made customers more frustrated when they feel trapped in a process with no live person to help. And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies.

Innovation 58

Innovation Strategy Customer Loyalty Loyalty 58

Harvard Business Review

MARCH 10, 2015

Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more. This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing. Loyalty is a mutual investment, not just an exchange.

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

Strategy Driven

JULY 15, 2013

Who else is influenced by or involved with your product? If all of this seems like hard work, it pales by comparison to the work you’ll have to do if you’re unprepared after the fact. Talk to and meet with the people that USE your product or service. And they tell the real story of quality and service response.

CRM 58

CRM Customer Loyalty Competitive Advantage Books 58

Harvard Business Review

JUNE 4, 2014

Executives we talk to assume that if they’re good managers, then being a good coach is like your shadow on a sunny day. This would be good news, if it were so, since more and more top executives are expecting managers to coach their subordinates. Nor is it a skill that is automatically acquired in the course of learning to manage.

Management 16

Management Customer Loyalty Advice Comparison 16

Harvard Business Review

JULY 15, 2014

Many companies use a calculation called customer lifetime value (CLV) to determine how much a customer is worth in comparison with others. By comparing the CLV across customers, you can determine which are more or less profitable to you, thus segmenting your customer base.

Discount 11

Discount Direct Marketing Present Value Customer Loyalty 11

Strategy Driven

NOVEMBER 8, 2010

This book will show you, as an employee, customer or partner, how to use new social technologies, make yourself heard, and produce better products and services. As a leader and manager, you’ll learn how to use these tools to harness social interactions to improve your business and to create your own social nation.

Media 50

Media Follow-up Software Newsletter 50

Joseph Lalonde

MARCH 14, 2018

3) Mental – My role as host of The Ziglar Show requires me to study the messages of today’s top world influencers, and it’s a dramatic gift. No one wants to work harder for a complacent or mediocre manager, however, every employee wants to be led by an enthusiastic leader that helps them become more passionate about their work.

Succession 316

Succession Self-aware Learning-by-Doing Follow-up 316